IT Specialist

POSITION SUMMARYProvide hands-on technical support leveraging automation and Microsoft 365 cloud technologies. Install, maintain, and troubleshoot desktops/laptops, peripherals, software, telecommunications equipment, and related services for office and field users.ESSENTIAL DUTIES AND RESPONSIBILITIESProvide Tier 1 technical support by assisting to users across various FCC Canada projects, addressing issues related to printing access and connectivity with laptop accessoriesFacilitate employee onboarding by collaborating with internal teams to identify and assign laptops based on position requirements for new hiresManage IT equipment inventory, overseeing laptops and cell phones while coordinating with external local vendorsTroubleshoot issues by performing triage and addressing Level 1 application, network, and related problemsCollaborate with higher-level support by working with Level 2 and Level 3 Support at the Headquarter Service Desk to efficiently resolve network, cloud, security, application, and vendor-related issuesDevelop educational resources by creating and maintaining materials for IT Service Management (ITSM) processes and knowledge managementCoordinate IT processes by liaising with the HQ IT team to ensure effective communication regarding request, change, incident, and problem managementAssist with additional IT duties at both the head office and project offices as neededREPORTINGIT Manager / HR ManagerEDUCATION, SKILLS & QUALIFICATIONSBachelor's degree in information technology, Computer Science, Information Systems, or a related fieldStrong interpersonal skills with the ability to communicate effectively across all organizational levelsSolid understanding of project management principlesHigh customer service orientation and a strong sense of urgencyEngage in respectful and appreciative interactionsExperienced in working within intercultural environmentsProactive in improving IT-related processes for the benefit of the organizationJOB REQUIREMENTSDemonstrates excellent time management and prioritization skillsPossesses knowledge of computer hardware and device capabilities, with a commitment to continuous learning about market trends relevant to project needsDisplays a thorough understanding of ITIL processes and experience with Service Desk and ServiceNow (SNOW)Exhibits strong communication and documentation skillsHolds specialist domain knowledge in IT Service ManagementHas general knowledge of IT networks, cybersecurity, cloud computing, and application developmentFamiliarity with application development processes, including a solid understanding of IT service management concepts (ITIL) is a plusKnowledgeable about IT protocols, network equipment, and security measuresProficient in Lean methodologies and tools such as Microsoft Azure, Microsoft Intune, and Microsoft 365General knowledge of cloud computing, API integration, and systems integration is preferredWillingness to visit project locations as needed to assist project teamsFCC is an Affirmative Action/Equal Opportunity Employer and does not discriminate against any applicant for employment or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, genetics, creed, veterans’ status, military status, or any other characteristic prohibited under Federal, State, or local laws.